ObjectiveIn 2005, HGS started a partnership with this client to provide basic voice support. Over the years, the relationship expanded into other crucial service areas, such as, bill summary, product usage increase, and process correction.

Our Solution

How We Do ItThis relationship marked HGS’s foray into India domestic business and was also the client’s first major outsourcing decision on a pan-India scale. For this client, HGS started off in India with just 200 FTEs for this client, which has now grown to more than 7,900 people handling approximately 140.5 million voice calls per year. To support this valued partnership, HGS designed a system that catered to the client through a host of channels: inbound voice, outbound voice, back office, email, and premium voice. This client had envisioned marked improvement in efficiency, accuracy, and product usage, and HGS helped realize this vision through industry expertise and willingness to invest in physical infrastructure and talent to support growing volumes.

Business ResultToday, trust is a major factor in this flourishing relationship. We are always prepared to support the growth and expansion needs of this client, whether it’s in performing consistently in the face of increasing volumes or providing effective solutions to problems.

How We Do ItHGS automation technology and expertise were applied to the bill generation process to reduce manual intervention required and facilitate a drop in the bill generation time.

Business ResultReduced bill generation TAT contributed greatly to enhanced customer experience and, for the client, drove faster dispatch of bills and cost savings. From the end customer’s perspective, quicker receipt of bills makes it easier to plan bill payments.

1. Scale to Support Growth

2. Reduce Bill Summary Preparation Turnaround Time (TAT)

TELECOMMUNICATIONS & MEDIA

ABOUT THE CLIENTThis client is the world’s second largest mobile telecommunications company, with more than 275 million subscribers. Operations are located in 20 countries across South Asia, Africa, and the Channel Islands.

140 million voice calls per year

CLIENT SUCCESS STORY I TELECOM

Significant Ramp-up, Scale, and Billing Efficiency Improvement for a Major Telecom Provider

AT A GLANCE

Client since

2005

Inbound Voice, Outbound Voice, Back Office/Blended, Email, Premium Voice

6 Day TAT Reduction

TELECOMMUNICATIONS & MEDIA

How We Do ItThis client’s Advance Talk Time/Gifting service is offered to customers when their main account balances are exhausted. Customers can dial a self-help number and request a loan, allowing them to use the services and pay back the next day. A majority of the prepaid subscribers in India is from rural areas, with less infrastructure and experience with these services. For this reason, customers were unable to avail the services using USSD and SMS. During HGS’s day-to-day interactions on calls, we found that most of our customers preferred to use IVR-based self-care. The IVR allows customers to make their selections in the regional language they prefer. Regional language selection was challenging using SMS and USSD as language display depended on the ability of the handset to display the language.

Business ResultMoving the product interface to IVR helped increase product use and revenue. We could reduce the number of customers calling and also the number of repeat calls to the contact center for product queries and service. The IVR made it easier for customers by presenting them with all the options required at their fingertips. Increased product utilization through a self-serve channel led to better customer experience. As a result of the channel transition, this account experienced a 16% reduction in product usage-related customer complaints.

How We Do ItPrepaid services can be availed by paying in advance, and then using the services. The client’s prepaid customer can visit any dealer/retailer/relationship center and request a refill for prepaid accounts. The refill happens in multiple ways: through LAPU (mobile-to-mobile transaction), physical recharge, and online.

The physical recharge cards require the customer to scratch the card to reveal a 16-digit secret access code. However, because these cards were made of cardboard, they were easily subjected to damage when scratched and often the numbers would be removed during the process. These customers then reached out to customer care where the agent would verify the serial number in our application which provides information such as the denomination of card and whether the card was used or not used on any other number. Based on the authentication, these customers were able to get the desired amount in their account. We could feed these details in applications provided, but we did not have the option of blocking the card from further misuse. We observed that there was a sudden spurt in such cases reported and after analyzing the data, we found that some customers were repeatedly contacting us and using the same recharge card multiple times. Consequently, we suggested simple solutions such as redirecting these customers back to the dealer to hand over the physical card for replacement, thus avoiding the misuse of cards.

Business ResultHGS reduced the number of customer contacts/ repeat contacts to the contact center, which contributed to the enhancement of the customer experience. The number of customer complaints on the faulty recharge card fulfillment process was reduced to 40 from the initial 38,000, which is a 99.9% reduction.

3. Decrease in Customer Complaints

4. Reduce Prepaid Card Fraud

16% Reduction in Product-

Related Complaints

99.9% Reduction in Fraudulent

Prepaid Claims

OutcomeThis partnership continues to build on a strong foundation for future success. The client involves HGS in multiple levels of brand support, trusting us with crucial goals such as process correction and boosting product use while also improving customer experience. As a result of our service excellence, NelsonHall recognized HGS as a Leader in the Customer Management Services for Telecommunications, Cable, and Satellite.

About HGSHGS is a leader in optimizing the customer experience and helping our clients to become more competitive. HGS provides a full suite of business process management (BPM) services from traditional voice contact center services and transformational DigiCX services that are unifying customer engagement to platform-based, back-office services and digital marketing solutions. By applying analytics, automation, and interaction expertise to deliver innovation and thought leadership, HGS increases revenue, improves operating efficiency, and helps retain valuable customers. HGS expertise spans the telecommunications and media, healthcare, insurance, banking, consumer electronics and technology, retail, and consumer packaged goods industries, as well as the public sector. HGS operates on a global landscape with 40,000 employees in 66 worldwide locations delivering localized solutions. For the year ended 31st March 2016, HGS had revenues of US$ 507 million. HGS, part of the multi-billion dollar Hinduja Group, has more than four decades of experience working with some of the world’s most recognized brands. © 2016 HGS

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